CASE STUDY: Croda

Cloud-Optimized ITSM Solution
Maximizes IT Value Globally through
Increased Service Levels and Enhanced
User Experience
Overview
Three years ago, Croda’s IT department sought to replace its existing andincreasingly limited help desk tool with an all-encompassing Service
Management solution with Cloud-based central access, offering ITIL bestpractice methodologies.

Profile:A worldwide manufacturer of speciality
chemicals, high-performance materials,
and ingredients for a wide range ofindustries and consumers.

Location:
Headquarters in Snaith, East Yorkshire,
UK

Industry:
Manufacturing

Website:https://www.croda.com

Solutions:
Ivanti® Service Manager, powered by
HeatBenefits:§ Single-use global system for all

service management processes
that unites 68 sites.
§ Improved user experience andfaster issue resolution withgreater status communication
24x7.
§ Effective auditing andcompliance of user access.
§ Improved organizational ITIL

maturity across Croda with
automated processes extending
to HR and Engineering.
§ Delivery of Service Level

Agreements and reporting formanagement.

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The formerly on-premise help desk tool was slow, approaching end of life,and decentralized—with responsibilities spanning across local ITdepartments. Croda was unable to track tickets accurately and produce
reports on help-desk performance, and it still invoked paper processes forrequests in places. Croda’s management agreed that a unified approach
was required and appointed a new team to drive change led by Stacey
Evans, Group IT Services Manager, Croda Europe Ltd.
Stacey recalls: “In short, Croda wanted to take massive advances inautomation and enhancement of the help desk function to include users’
logging requests and incidents, and critically, delivering catalog
management within our highly audited and regulated environment. We
knew that we would only achieve success by implementing an allencompassing solution to facilitate IT service management.”

Solution: Ivanti Service Manager, powered by Heat
In 2014, Group IT Services consulted Gartner’s Magic Quadrant for
guidance on major service management suppliers and created a list of fourvendors—with the team weighting functionality against requirements in afull Supplier System Review.
Using these results, Croda conducted a three-month proof of concept(POC) with the remaining two shortlisted vendors. As a result of the POCtesting, Ivanti’s IT Service Manager solution, powered by Heat, wasselected in early 2015 for rollout. Self Service, Service Catalog, Incident,and Change Management modules were deployed in a phased rollout
program.
Incident Management was the first module Croda selected strategically tobuild user confidence and credibility using one unified, accessible solution
to offer timely and global servicing of requests. Previously, users wouldsubmit helpdesk calls to their local IT department, who would route theticket to the appropriate support team. This onward manual routing meant

CASE STUDY: Crodathat Croda was unable to record volume of incidents andtickets were lost frequently, decreasing user confidence
and resolution.
With the Incident Management module enabled, open
tickets were migrated to the new system and all 4,239
users went live on Day 1, logging new incidents online
and tracking their status through to resolution. Users tell
IT as simply as possible what the issue is, leaving IT todefine whether it is an individual problem or an incident.
Where problems are identified, Croda can now correct
them centrally, consulting known issues and minimizing
impact proactively by identifying the root cause morequickly. Resolution for groups of common incidents isautomated with root cause analysis, enabling effective,speedy closure. Multiple incidents are flagged centrally,defined, and resolved far faster—mitigating business
impact.
Today, more effective Incident Management isengrained in the Croda user experience, with Service
Level Agreements (SLAs) established that monitor thetime to respond and resolve. Group IT Services tracks
progress continually and has noted a 5% reduction inunresolved incidents greater than 21 days since go-live,
currently 16.3%.
In terms of self-service and empowerment, Croda’sService Catalog module lets users request all service
offerings directly online. All service requests go througha configured approval process, turning authorized
requests into approved and documented orders. Thisdetailing within the service catalog module has saved
substantial time for auditing and compliance across thebusiness, by controlling, automating, and documenting
which users have access to applications. Given that
Croda is highly regulated with numerous audits per year,
the noted time savings on previous reconciliations havebeen significant.

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Increased Digital Productivity, Automation,and Best Practice across Departments
Usage results continue across departments outside of IT
and are especially evident in automating processes
such as new staff onboarding, which was entirely paper
based previously. Usage has allowed HR to digitally
request and enable new employee hardware, software,and local site facilities—and to request approvals andimplement policy and control—all to coincide with newstarters’ joining dates.
Deploying effective Change Management has also been
pivotal for Croda’s analysts. Previously, technicalchanges were logged in SharePoint and managed byCentral IT through complex workflows that weren’t
immediately audited as changes occurred. Throughout
the year, changes would be risk-profiled, planned,implemented, and overseen, and then added to thefollowing audit. Today, the processes within the IvantiChange Management module have been modified to fit
Croda’s vision of moving change rollout from being
handled individually at its 68 local sites to centralalignment and servicing standardized change requests.
Stacey summarizes, “Using Ivanti’s ITSM has deliveredso much more than the help desk solution that we hadpreviously. You simply can’t compare today’s ITIL-based
processes and outputs. We continue to gain user
productivity and decrease time to resolution and wehave also benefited from substantiated audits as thesolution becomes further engrained into the Croda
infrastructure. It’s a great total management solution thatdevelops as fast as you determine, with little vendor
intervention, and it allows for your own business’s digital
customization along the way.”

Note: Croda’s results are specific to its total customer
environment / experience, of which Ivanti is a part. Individual
results may vary based on each customer’s uniqueenvironment.